Talabat Opens Digital Service Centre in Cairo

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The food and grocery delivery application talabat has recently announced the expansion of its outsourcing services in Egypt with a regional customer service centre located in Cairo. This expansion will allow talabat to enhance its cutting-edge services to its seven current markets. 

The centre controls all operations related to our business’ ecosystem which is constituted primarily by employees, customers and partners. The centre’s role begins with restaurants by creating their tailor-made and data-driven menus, onboarding them onto our application, raising their awareness of our provided services and handling their requests and complaints. On the customers front, we support dealing with all inquiries and requests through multiple channels that include chat rooms, e-mail, and phone calls; to provide a unique ordering experience characterised by professionalism and ease,” said Usama Nabil, Senior Director Operations SSC.

Hadeer Shalaby, Managing Director, talabat Egypt explained that a hybrid model is being implemented for the regional service centre that allows customer operations management at the headquarters and outsourcing. Employees are coached to manage customer inquiries, emails as well as all the services provided by talabat. This is rolled out in a way that keeps pace with the Egyptian government’s efforts in enhancing the capacity building of young cadres within the field of communication and information technology.

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“Delivering a seamless ordering experience is the ultimate objective for talabat Egypt. We are working towards that goal daily on all fronts, one of which is through employing top-notch talent that can bring both customers and partners a smooth experience,” said Shalaby. Furthermore, talabat has a solid team of experts specialised in training Human Resources who are always on the lookout for the latest developments in technology and work variables to ensure that the training curricula is always up to date.

“Egypt was our first choice to establish talabat’s regional service centre given its large pool of young talents with mastery of different languages and eagerness to build their capacities as we train our employees on the latest and best technologies. Additionally, the presence of a solid infrastructure allows Egypt to manage the largest workload possible, as being positioned in the middle of the world offers a decent time lag that gives good access to most global communications lines,” added Shalaby.